topic Re: Please Help Split Port in Network

Please Help Split Port

jmacp — Mon, 15 Apr 2024 11:03:58 GMT

Moved to 3 from Spusu this morning I can only receive texts and call from the 3 network and its mvno's.

I cannot get call or send texts from anyone else pleasse help!

Thanks

John

Re: Please Help Split Port

Anonymous — Mon, 15 Apr 2024 17:38:28 GMT

Ports can take 24 hours to complete. Turn your phone off and on If that doesn’t help contact customer service.

Re: Please Help Split Port

jmacp — Tue, 16 Apr 2024 08:16:41 GMT

Still knackered this morning can only receive Texts / calls from 3 users.

Split port seems likely.

Thanks

Re: Please Help Split Port

Anonymous — Tue, 16 Apr 2024 08:25:35 GMT

Sorry to hear that and it sounds as though you’re correct. Your only route to sorting this is via customer service;either by calling 333 or by starting a live chat via the Three homepage.

I wish you good luck.

Re: Please Help Split Port

mttyos — Wed, 17 Apr 2024 20:43:26 GMT

Hi, looks like we both are having the same issue. My number was supposed to be transferred on 12/04/2024 and since then I can't receive any calls or messages on my Three sim. My Lebara sim still appears to be active and gets sms messages. I can sms myself from Three to Lebara on the same number using two SIM cards. I called and spoke on the web chat with Three customer service every day and they keep saying that the issue will be resolved "tomorrow". I have raised complaints on their website but nobody responded. It's crazy that I am now stuck with Three for 24 months. I truly regret switching to Three. Have you managed to get your issue resolved?

Re: Please Help Split Port

jmacp — Thu, 18 Apr 2024 08:26:38 GMT

Not ATM unfortunately.

John

Re: Please Help Split Port

JonathanB — Thu, 18 Apr 2024 16:49:26 GMT

Hi @jmacp, @mttyos,

I'm sorry to hear you've both had this split porting experience. I know this can be particularly frustrating when this happens. We're dependent on our porting team and the old provider's porting team coordinating to resolve this sort of issue.

When did you both report the issue to the customer services team, and how long have you been waiting since then?

Thanks,
Jonathan

Re: Please Help Split Port

jmacp — Thu, 18 Apr 2024 16:56:55 GMT

I reported it on Tuesday and I am still suffering ATM

Thanks

John

Re: Please Help Split Port

JonathanB — Fri, 19 Apr 2024 10:55:07 GMT

Hi @jmacp, @mttyos,

I've sent you each a PM to get you in touch with some more help with this issue.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Please Help Split Port

jmacp — Mon, 22 Apr 2024 08:39:45 GMT

Plenty of contact with 3. However my split port is still there.

Thanks

John

Re: Please Help Split Port

JonathanB — Mon, 22 Apr 2024 16:14:28 GMT

Hi John,

Did you manage to get in touch with the team I mentioned in the PM? They won't be able to solve the issues immediately, but they can make sure that it's escalated for you.

Thanks,
Jonathan

Re: Please Help Split Port

jmacp — Tue, 23 Apr 2024 09:48:59 GMT

Spoke to the team you mentioned still cant get vodafone or ee calls arrrgh!!!!!

Re: Please Help Split Port

jmacp — Tue, 23 Apr 2024 10:35:34 GMT

So asked the social media team for an update and it was like I had never reported anything.

It's now go to the stage I dont know whats going on anymore!

Thanks

John

Re: Please Help Split Port

JonathanB — Tue, 30 Apr 2024 15:16:07 GMT

Hi John,

I'm sorry to hear that you had to get in touch with the team more than once to chase this. We identified some delays with a number of ports last week, and in most cases have been able to sort out the porting delays with the originating networks. Has this been fixed for you in the meantime since you last posted?

Thanks,
Jonathan

Re: Please Help Split Port

Dburns80 — Thu, 23 May 2024 11:23:56 GMT

Having the same issue and not holding my breath technical are actually doing anything about it

can you look into this and see if the right things are being done

im due to fly out of the uk on the 26th and need this fully working

Re: Please Help Split Port

PeteG — Fri, 24 May 2024 16:53:08 GMT

Hello.

Port in issues like that can take a bit of time to fix. The network would need to work with the old network in order to get it sorted.

The community here, including the moderators can't access your account details in order to look into it, sadly. If the team have advised they are working on it, or something like that, I have confidence that's what they will be doing.

You can pop through to them here though if you'd like to double check on things, it can't hurt to have another pair of eyes look at it.

Pete.

Re: Please Help Split Port

Dburns80 — Fri, 24 May 2024 17:53:47 GMT

With the amount of people having the same issues and not very confident this is going to get sorted!! Hence posting on here

customer service isn’t the best

Re: Please Help Split Port

kbf — Sun, 05 Jan 2025 20:32:09 GMT

I have the dreaded split port issue. After my number was unsuccessfully ported from Vodafone I can only receive calls and texts from other three numbers. No one else. Please help!

Re: Please Help Split Port

PeteG — Mon, 06 Jan 2025 18:32:12 GMT

Hi, KBF.

If you have that issue, you will need to speak to the Support Team on chat or by calling. The process involves them reaching out to the other network internally and requesting that the additional required data for completing the port in be sent over. Once that happens, it should update and you should be up and running normally. It's hard to give a timeframe on how long that takes due to part of the process being dependent on another network, but you could be looking at a few working days or so.

Before going ahead and doing that though, I have seen quite a few examples in recent weeks where iPhone owners who have recently ported in or our have an issue with the same symptoms, but it's not a split port issue. to resolve it, the solution has been to simple go into the reset menu on the phone, reset the network settings, and then let the phone restart. I'd recommend trying that first since it's an easy fix, if it doesn't work, you like have a real split port and you can go ahead with the first option I mentioned.

Pete.